111 Call Handler

Welsh Ambulance Services University NHS Trust; Swansea; On-site; GBP 27,000 - 28,000; Full time

Job summary

Welsh Ambulance NHS Trust in Swansea is seeking a dedicated 111 Call Handler to join our NHS 111 Wales service. This permanent, full-time role (37.5 hours per week) involves responding to public calls, taking accurate patient details, and delivering compassionate, high‑quality care from a fixed rota.

Training is provided and paid on a full-time basis. Applicants should remain calm under pressure, communicate clearly, and work well in a team.

Qualifications

• Experience in a call centre or call handling environment.
• Excellent communication and listening skills.
• Clear keyboard and data entry ability.
• Willingness to complete 5 weeks training.

Responsibilities

• Answer calls for NHS 111 Wales.
• Enter patient information accurately into the computer system.
• Provide calm, assertive assistance and treat patients with dignity.

Skills

Call handling

Communication skills

Keyboard skills

Welsh language

Tools

Call centre software

Job description

Welsh Ambulance NHS Trust

111 Call Handler

The closing date is 30 October 2026

Job summary

Permanent - full time - 37.5 hours per week / part time - shift work.

Location: NHS 111 Wales, Matrix House, Parc Matrix, Swansea, SA6 8RE

Salary £26,813 - £27,890 per annum pro rata plus shift enhancements for unsociable hours.

Contracted hours available - full time 37.5 and part time 30 / 24 / 22.5 / 20 / 18 / 15 all on a fixed rota.

The ability to speak Welsh is desirable for this post; English and/or Welsh speakers are equally welcome to apply.

Main duties of the job

Can you remain calm and assertive in challenging situations? Are you looking for a rewarding role where no two calls are the same? Do you have the right attitude and skills to help us deliver our Mission of Right Care, Right Place, Right Time?

You will be answering calls from the public for the NHS 111 Wales Service (part of the Welsh Ambulance Service NHS Trust).

The ability to actively listen, make considered decisions and respond quickly and confidently is key to this role. The successful applicants will need to demonstrate they have worked as part of a team, ideally with a call centre background, and will possess excellent communication skills. Excellent computer and keyboard skills are required as you will be entering patient information speedily and accurately onto a computer system.

Equally important is an ability to treat our patients with dignity, empathy, and respect. For successful candidates, training will be provided and paid on a full‑time basis (daytime hours for 5 weeks), and you must be able to commit to this and complete the training.

You must be aged 18 or over to start in this role.

Please note we are unable to offer sponsorship for this post.

About us

#RemarkablePeople

Our workforce is made up of over 4,000 remarkable people who contribute to the delivery of world‑class patient care across Wales, 24 hours a day, 365 days a year. Whether you work in a patient‑facing role or within our range of support services, the work that you do enables us to provide high‑quality care, wherever and whenever we're needed.

The Trust recognises the need for its workforce to represent the diversity of the population it serves across the whole of Wales and seeks to create an environment where diversity is celebrated and inclusivity matters. We are also keen to break down any barriers into the Trust, and would encourage applications from under‑represented groups, including those from Black, Asian and Minority Ethnic communities, LGBTQ+ communities and disability groups.

Careers within the Welsh Ambulance Services University NHS Trust are diverse and varied, with opportunities arising right across the service. Whatever your skills and background, you're sure to find a career with us which is fulfilling, challenging, and rewarding.

In line with the Trust's Starting Salary Procedure, all applicants will start at the bottom of the band for the position applied for but can apply for a higher salary if they have previous experience relevant to the position.

Employer details

Employer name

Welsh Ambulance NHS Trust

Address

Matrix House

Parc Matrix

Swansea

SA6 8RE

United Kingdom

Employer's website

https://www.ambulance.wales.nhs.uk/en/5

Employer contact details

For questions about the job, contact:

Operations Manager

David Elford

[e-mail]

01792562900